Job DescriptionRoles & Responsibilitiesportfolio. This role is critical in bridging technical excellence with premium customer service, ensuring that every timepiece—from high-volume brands to haute horlogerie—is serviced to exacting manufacturer standards while maintaining commercial profitability.Key ResponsibilitiesOperational Excellence: Oversee daily repair workflows, optimizing turnaround times (TAT) and ensuring all service activities comply with strict manufacturer standards (e.g., Rolex, or Richemont group procedures).Stakeholder & Brand Management: Cultivate lasting relationships with global brand principals and local stakeholders to ensure the service center remains an authorized, world-class facility.Technical Oversight: Manage the lifecycle of repairs for quartz, manual, and automatic movements, ensuring quality control (QC) at every stage of the workshop process.Customer Experience Leadership: Act as the final point of escalation for client concerns, ensuring a "luxury-first" approach to service that drives brand loyalty and customer retention.Team Development: Lead, coach, and motivate a high-functioning team of watchmakers, polishers, and service advisors through transparent communication and structured performance reporting.Inventory & Logistics: Oversee the procurement and management of authentic spare parts and specialized tooling, utilizing repair tracking software to maintain 100% inventory accuracy.
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